Reviews

Review Details

• Review fromJoshua T

  Date: 06/30/2023

  I became a Cove customer four months ago (February 2023). Consistent issues with panel connectivity, app problems, an outdoor camera that randomly doesn't work, low-quality cameras in general including my indoor camera that is made very cheaply and low quality, and terrible customer service. Both of my cameras stopped showing up at all one night and I called. The customer service rep wanted me to provide her with my actual username and password so she could log in and try to view my cameras. I was not able to provide those private details and allow her access to my cameras. Instead, I asked why as the service provider they would need to know that in order to confirm they are providing service or not. Needless to say, no resolution and I reinstalled everything on my own. Fast forward to today, I received a call from ***** in Cove customer service. She told me they have a new system upgrade available based on my recent complaints about service quality. Reminder, these complaints have been ongoing for four (well three) months since the first 30 days didn't have any real issues outside of camera quality. Also, why call it an upgrade option, when you didn't have it then and you are a new company that your products are failing already? ***** told me they would offer me a discount to upgrade. I immediately said that was not good enough since I just purchased their system in February and it is failing already. She said they would offer to replace my panel and hub for $150 (40% discount). I shouldn't have to pay a thing since I am still a new customer and have all these issues with their equipment. Also, the $150 is what they offer customers currently on covesecurity.com for this panel and hub. So really there is no attempt being made to improve customer satisfaction. That is not an upgrade, that should be a replacement to remedy your failing devices and services you signed me up for four months ago. It seems This will be class action!

• Review fromRoy D.

  Date: 06/01/2023

  Never use this company. I have been telling them to cancel my account for 14 months and they have not and continue to attempt to charge my credit card. I have called several times to get this canfelled and they refuse saying I owe a balance. I even requested a final bill and still they refuse.
  

  Cove Smart, LLC

  Date: 06/05/2023

  Hi ***,

  We're sorry to hear about the difficulties you've experienced with canceling your account and the issues regarding billing. This is not the kind of experience we want our customers to have, and we apologize for any inconvenience or frustration this has caused you. We will have a supervisor reach out to address your concerns.

  Roy D.

  Date: 06/06/2023

  I have talked to 4 different supervisors. The last one was last week on 6/1/23. All he would say is he isn't allowed to cancel or choose my account until the balance is paid. He said they would keep billing me even though I have requested the account be closed. He stated he would talk to his supervisor and contact me with an hour. I'm so waiting. I even requested to be billed. He refused stating all of this is company policy and normal operating procedures.

• Review fromThelsea R

  Date: 05/11/2023

  Unethical Practices! They charge you separately for the products and advertise that you can use the products even without the subscription. This was the only reason we decided to pay hundreds of dollars for hardware when we weren't sure about the subscription service. They've done their best to make it impossible for you to use the system if you're not paying for the subscription. **************** falsely stated we wouldn't be able to use the cameras that we paid for if we canceled the subscription. I had to do my own research to find out that wasn't true and gain access to our cameras after we had canceled. After that, we started getting random alerts of communication failure due to the system being off the network. We silenced the notification and turned down the volume on the panel. Despite this, we have still been receiving notifications and it seems they have an override feature that makes sure the panel pesters customers at all hours of day and night if you are unwilling to pay for the subscription. I'm told that we either have to restart the subscription or shut the panel down (which means not being able to use the alarm system we paid for separately) in order to stop the notifications. I'm disgusted by the dishonesty and the unscrupulous strategies they use to force you to keep paying them.
  

  Cove Smart, LLC

  Date: 05/12/2023

  Thelsea, we are sorry to hear about your experience with your services. If you are interested in a "Self-Monitoring" system or plan, we are probably not a good match for you. Our panels are designed with monitoring in mind. If you still consider self-monitoring as an option, the panel can function as a standalone perimeter alarm and the sensors can still communicate to the panel. However, our system without active monitoring is not connected to our security software so it cannot notify you via text, email, or our app when an alarm goes off. Something important to consider is that the panel works with 100% cellular communication to connect with our monitoring station. When the account and monitoring services are cancelled, you will get this alert saying "panel communication failure" because the *** card inside your panel was cancelled along with your services. We hope this information helps but feel free to contact ** if you have any other questions or concerns.

• Review fromJohn L

  Date: 05/06/2023

  I've had my system since 2019. At first it was OK. Had to have my panel replaced once. That was a huge to do. Well for the past year random smoke detectors keep going off for absolutely no reason. I've had the fire department at my house numerous times and I let them check around the house and they find zero issues. I had conversations with cove and they expect me to pay for defective parts. My family and my self are sick and tired of the 2 a.m false alarms. And on 5/6 we had a false alarm at 03:00. Cancel the false alarm on the panel verified the cancelation of the false alarm via text message next thing we know is the fire truck is sitting in front of our house. The alarm company never called either phone that's listed on the account. I'm done with this fly by night company
  

  Cove Smart, LLC

  Date: 05/16/2023

  Hi ****, we are sorry that you got to experience some false alarms. We are sad to see you, and we wish we could've done things easier for you since the beginning. We had a supervisor reach out, and we hope that the resolution that our contact center provided was satisfactory. 

• Review fromAbigail C

  Date: 04/27/2023

  **************** is always drawn out or unhelpful. I returned a outdoor camera that I purchased with saved up credit. I went to order new equipment and they refunded me ONLY the $7 I paid in shipping. Now in our new house, we have trim around our doors and none of our door sensors even work. Havent been able to use our system for two months now.
  

  Cove Smart, LLC

  Date: 05/03/2023

  Hi *******, thank you for letting us know about your recent experience. We apologize for any inconvenience caused. After verifying your account, we have credited you back your Cove Credit that was used to purchase the camera. We hope that our supervisor has addressed all of your concerns, and we remain committed to serving you in the future.

• Review fromJoe D

  Date: 04/11/2023

  Their customer service is located in ***************, I have a terrible time communicating with them, they do not have a command of the English language. I have been asking for months to have a US based representative contact me to resolve, and they promised to have one call me, but they never have.
  

  Cove Smart, LLC

  Date: 04/18/2023

  Hi ***, 

  We are saddened to hear you've encountered issues with communication with our support team. We had a manager reach out, and we hope we were able to address all your concerns. We appreciate the chance to make things right for you! 

• Review fromSam P

  Date: 04/10/2023

  I had an alarm system with them and after having is for a couple of months I did not like it as it was not what was advertised or promised and has a lot of system bugs. So I called them and advised them to cancel it. They are still charging me and I spoke to someone online on Friday, 4/7. The rep tells me that they can't cancel until I pay $167 when I advised her that I had called to cancel a few months ago. So I advised her to send me an itemized bill and her response was that they don't send out a bill but I had to pay to cancel. Now they are holding my account hostage and would not send me a bill which I have a right to receive. This sounds like a common practice for them as mentioned in other posts. I have reported them to FTC and CFPB. They call and leave me a voicemail at least 20 times a week. This is a very unscrupulous trade practice as well as borderline harassment. They need to send me an itemized bill like any other legitimate business would and cancel it asap as I ma not even using their service.
  

  Cove Smart, LLC

  Date: 04/18/2023

  ***, We sincerely apologize for the frustrations and difficulties that you've been through and are sorry that we didn't make things as simple for you as we could have. We had a manger reach out multiple times, but we couldn't find you. We reviewed your case and made the exception to cancel your services despite having a due balance in your account. If you have any other questions or concerns for us feel free to call us at ************. 

• Review fromJiawei W

  Date: 04/02/2023

  Worst company ever I had a technician called hello tech come by to do the installation he was ok but seemed like he didnt know the full system he couldnt answer half my questions which he kept saying customer service can answer those questions for you. When we got installed the equipment had a malfunction and it was not monitoring which the app on my phone was not letting me have access to my cameras because it said it was reconnecting also I couldnt disarm or arm the system from my phone. When I spoke to customer service they said they would send equipment but they couldnt send a technician to fix the issue because its a 3rd party technician that I would have to pay another $100 for the technician to come out to try to fix the issue. I already paid the first time for the technician to install the system and had issues. Plus on top of that Cove doesnt provide local quicker response time because we had an issue with somebody roaming in our backyard and stole a couple items which the camera did not catch anything also they shattered the window but the system did not go off at all and we bought a glass break with cove. They wouldnt give me my refund back when we only had the equipment for 3 weeks. Worst company and experience I ever had!!! I DO NOT RECOMMEND THIS COMPANY AT ALL!! They will take your money and keep trying to charge even if your system is not working.

• Review fromGio D

  Date: 03/13/2023

  Uncommon billing practices.I was told they would not cancel my service until I paid the balance. I was told they would invoice me forever.

• Review fromAshlee C

  Date: 03/07/2023

  Cove is the absolute WORST! I got my initial system (3 window sensors, 2 door sensors, a remote disarm fob, and the control panel) within 1 week of ordering. Should have known right then that this company is far too anxious to take my money, but I was thinking maybe they're just that good. WRONG!!! I took everything out of the package and the control panel didn't work...straight out of the box it didn't work! I called the company, went through all their troubleshooting steps, still didn't work. Go figure. They told me they would send a replacement control panel. It took 3 MONTHS to get the new control panel...meanwhile they still were charging me for the service that wasn't even active! I had to call in and complain and they did credit for free months of service because they were charging me when it wasn't being used. I FINALLY received the new control panel and it did work. However, when I went to set the system up, the sensors are not compatible with the way my doors are made, so I cannot even use the system! By this time, my trial is over and I cannot return the equipment, so it is sitting in the top of my closet. Has never been used. I also got 2 Kami Doorbell Cameras (1 on my front door and 1 on my back door) My car has gotten broken into TWICE now since getting the cameras and the camera recorded NOTHING! It doesn't record for more than 6 seconds no matter what setting you put it on, and it won't record unless the doorbell button is pressed or you're less than 1 foot away from the camera. I called the company to see what can be done...they want to replace their "defective equipment" Nope. Cancel my contract! I'm done. Too many "defective equipment" (THEIR words) claims for me. They won't cancel my contract unless I pay the equipment fee of $189. $189 for equipment I CANNOT USE!!!!! No thank you. This is the ABSOLUTE WORST "home security" system I have used. I think it should be false advertising calling themselves a home security company. ZERO STARS!